Technical Services Manager
We are currently looking for a Technical Services Manager to join our Customer Advocacy team located in Irvine, CA. The Technical Service Manager will lead and manage all aspects of TCL’s service and repair operations, ensuring that the utmost care is given to our customers. Working with both internal and external partners, this position will lead TCL’s efforts to provide a seamless, customer-friendly, service experience for TCL’s current and future products.
Responsibilities include, but not limited to:
- Lead and manage TCL’s third-party service providers that perform depot repair, refurbishing, fulfillment, parts distribution, onsite service and returns. This includes, but not limited to, quality control, contract preparation, search and onboarding new partners, project management, and continuous improvement.
- Develop service/support strategies to ensure best-in-class service while also ensuring optimum cost control.
- Lead, mentor, and continually develop a team of technical services engineers and analysts.
- Manage parts and whole unit inventory across all lines of business and product categories to ensure optimum service levels and cost control.
- Lead the product services life cycle from NPI to EOL and identify opportunities for product improvement.
- Define and implement necessary systems, metrics, and controls to effectively manage operations.
- Monitor returned product quantities received at repair centers to align with forecasts and adjust repair plans as needed.
- Track technical issues, collect samples, analysis, root cause, follow up and resolution. Done by visiting the RC to collect samples of defective products, performing deeper tests and analysis.
- Provide Weekly Reporting of Activities, Challenges, Ongoing Technical Issues, and open RC Orders.
- Serve as an escalation point for critical customer issues. Coordinate with appropriate partners to manage issues to resolution.
- Work closely with VP, Senior Technical Services Manager and Support Managers to align processes and ensure a seamless customer experience.
- Review and approve service claims and associated service costs.
- Ability to travel approx. 20%.
Education & Experience:
- Bachelor's degree in related field. Alternative degrees or extensive work experience in relevant industries will be considered.
- Previous experience in the repair industry.
- Technical proficiency to support both software and hardware based on repair metrics.
- Service experience in related fields such as Authorized Service Center (ASC) operations, After Sales Support, Warranty processes, and direct wireless channel experience.
- Excellent verbal and written communication skills.
- Must be organized and proficient in time management.
- Comfortable interacting with all levels of the organization, front line to executives.
- Experience with Appliances and consumer electronics preferred.